MIS Specialist
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Key skills for this role
About the Role
ECCO Gulf Majorel Qatar is seeking an MIS Specialist to manage, analyze, and optimize MIS systems. The role involves developing reports and dashboards, extracting and analyzing data, tracking KPIs, and supporting forecasting and capacity planning for contact center operations.
Key Skills for This Role
Responsibilities
- Develop, maintain, and automate operational reports and dashboards across multiple projects
- Extract, clean, and analyze data from various systems (CRM, dialers, WFM, Excel, databases)
- Track and report on key KPIs such as SLA, AHT, Conversion Rate, Productivity, Adherence, and Revenue performance
- Design and deliver daily, weekly, and monthly performance reports for internal management and client governance
- Conduct deep dive analysis to identify trends, gaps, and improvement opportunities
- Support forecasting, capacity planning, and workforce analysis
- Automate manual reporting processes using advanced Excel and/or BI tools
- Ensure data accuracy, consistency, and integrity across all reports and dashboards
- Provide actionable recommendations based on data insights
- Support ad hoc reporting requests and urgent business analysis requirements
Requirements
- Bachelor's degree in business administration or related field
- 3 4 years of experience in managing MIS systems and IT projects
- Advanced Excel skills (Pivot Tables, Power Query, complex formulas, dashboards)
- Experience with BI tools (Power BI preferred)
- Strong understanding of contact center KPIs and operational metrics
- Strong analytical and problem solving skills
- Strong communication skills
Full Job Posting
Job Description
- ECCO Gulf Majorel Qatar is seeking a dedicated and experienced MIS Specialist to join our dynamic IT team in Doha, Qatar.
- As a key player in our industry, you will leverage your expertise to manage, analyze, and optimize the MIS systems crucial for our business operations.
Responsibilities
- Develop, maintain, and automate operational reports and dashboards across multiple projects (Tele Sales, Customer Service, Collections, etc.).
- Extract, clean, and analyze data from various systems (CRM, dialers, WFM, Excel, databases) to generate meaningful insights.
- Track and report on key KPIs such as SLA, AHT, Conversion Rate, Productivity, Adherence, and Revenue performance.
- Design and deliver daily, weekly, and monthly performance reports for internal management and client governance.
- Conduct deep dive analysis to identify trends, gaps, and improvement opportunities across operations.
- Support forecasting, capacity planning, and workforce analysis in collaboration with WFM and Operations teams.
- Automate manual reporting processes using advanced Excel (Power Query, Power Pivot, VBA) and/or BI tools (Power BI).
- Ensure data accuracy, consistency, and integrity across all reports and dashboards.
- Provide actionable recommendations based on data insights to improve performance and efficiency.
- Support ad hoc reporting requests and urgent business analysis requirements.
Required Profile
- Bachelor's degree in business administration or another related field.
- 3 4 years of experience in managing MIS systems and IT projects.
- Strong analytical and problem solving skills with attention to detail.
- Advanced Excel skills (Pivot Tables, Power Query, complex formulas, dashboards).
- Experience with BI tools (Power BI preferred).
- Strong understanding of contact center KPIs and operational metrics.
- Ability to interpret data and translate it into business insights.
- Strong communication skills to present data clearly to stakeholders.
- Ability to manage multiple projects and meet tight deadlines.
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